Empathica Partners With Aberdeen Group to Highlight Link Between
Customer Feedback and Business Success
Report details how organizations can grow during the recession by focusing on customer
feedback and implementing changes accordingly.
Toronto, ON (PRWEB) June 13, 2009 -- Empathica, a leading provider of Customer Experience Management
(CEM) programs to some of the world's most respected brands, announced today the findings of a new
customer-experience report it co-sponsored with Aberdeen Group.
Based on the analysis of 150 enterprises, the findings indicate that Best-in-Class companies for customer
feedback are 18 times more likely to increase customer satisfaction, and 44.5 times more likely to increase
The report, "The ROI on Customer Feedback: Why it Pays to Listen to the Voice of the Customer," categorized
organizations based on their use of customer feedback in relation to four main performance criteria: customer
problem resolution, customer satisfaction, customer retention and customer advocacy.
Companies were then divided into "Best-in-Class," "Industry Average" and "Laggard" categories based on the
Best-in-Class organizations were found to be reaping benefits from customer feedback management programs.
The leading companies were more than twice as likely as their counterparts to have an established process that
tracks customer feedback across all departments and channels. As such, these Best-in-Class companies are 18
times more likely to increase customer satisfaction, and 44.5 times more likely to increase customer retention.
"The harsh reality of a global economic recession has put companies under more pressure than ever to improve
customer satisfaction and retention," says Gary Edwards, EVP, Client Services. "We sponsored this study with
Aberdeen Group to emphasize the strong correlation between an increased focus on customer feedback and
positive business outcomes."
Specific findings in the report include: